ITIL Specialist, Mid

The ITIL Specialist, Mid leads the design, implementation, and continual refinement of ITIL -aligned service management processes to strengthen the stability, consistency, and performance of IT services. This role assesses current incident, problem, change, request, and release workflows, identifies operational gaps, and produces optimized processes aligned with business objectives, governance frameworks, and federal IT requirements. Operating at a journeyman level, the specialist collaborates with process owners, service desk teams, operations, and project stakeholders to establish standard procedures, ensure supporting tools are correctly configured, and monitor compliance through KPIs, dashboards, and audits. The position is instrumental in driving continual service improvement across a dynamic federal IT environment. Key Responsibilities + Lead analysis of existing ITSM processes and design future-state workflows for incident, problem, change, request, and release management that follow ITIL best practices and organizational directives. + Develop, publish, and maintain high-quality process documentation-including process flows, RACIs, SOPs, and work instructions-to support operational consistency across teams. + Define and maintain ITSM KPIs and metrics (e.g., MTTR , change success rate, backlog trends), generate insights from data, and recommend actionable improvements. + Act as or support process owner/manager functions by championing process changes, coordinating communications, and ensuring alignment with policies, compliance requirements, and internal controls. + Partner with ITSM platform administrators to translate process designs into tool functionality, validate workflow behavior, and support enhancements or automation opportunities. + Lead or facilitate process audits, health checks, and compliance reviews; analyze ticket samples, document findings, and drive remediation actions with accountable stakeholders. + Support and facilitate root-cause analysis and corrective action planning for major or recurring incidents and problems, ensuring governance adjustments and process changes accompany technical remediation. + Provide coaching and knowledge sharing to junior team members and operations staff on ITIL frameworks, process adherence, and continual service improvement techniques. Required Qualifications + Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent To view full details and how to apply, please login or create a Job Seeker account